Chat Content Specialist

About the Role:

As a Chat Content Specialist, you will be responsible for creating, managing, and optimizing the content that powers our AI-driven chat interactions. This includes developing chat scripts, updating knowledge bases, and ensuring that all responses are clear, helpful, and in line with our current products and services. Beyond content creation, a key part of your role will involve analysing chat performance data, identifying areas for improvement, and using data-driven insights to continuously refine and enhance the effectiveness of our chat solutions.

You will work closely with customer support teams, product experts, and technology teams to ensure that the chat experience is not only accurate but also optimized for customer satisfaction and success.

Specific Duties & Tasks:

• Content Creation & Management: Write, edit, and manage chat content including dialogue flows, responses, FAQs, and knowledge base articles, ensuring accuracy, clarity, and alignment with company offerings.

• Continuous Content Refinement: Regularly audit and update content to ensure all information is current, especially in relation to new products, services, and customer feedback.

• Data-Driven Optimization: Analyse chat performance data, including response accuracy, engagement rates, and customer satisfaction scores, to identify trends and areas for improvement.

• A/B Testing & Experimentation: Develop and execute A/B tests on different chat scripts and responses to determine what improves user engagement and satisfaction. Use results to refine content and enhance success rates.

• Response Quality Analysis: Continuously monitor and analyse the success of chat responses, including metrics like resolution time, customer satisfaction (CSAT), and first-contact resolution (FCR). Implement changes to improve these outcomes based on data insights.

• Collaboration with Cross-Functional Teams: Work closely with customer support, product, and engineering teams to gather feedback, troubleshoot issues, and ensure that the chat content evolves with product and service updates.

• Error Identification & Resolution: Monitor for recurring issues or gaps in the chat system, identifying patterns that may indicate a content problem or user dissatisfaction, and make adjustments as needed.

• Knowledge Base Management: Ensure the internal knowledge base is comprehensive, accurate, and easily accessible for both AI systems and support agents. Regularly review and refresh articles based on chat data and customer feedback.

• User-Centred Design Focus: Ensure that chat content is user-centric, providing helpful, easy-to-understand responses that resolve customer issues efficiently and effectively.

• Customer Feedback Integration: Gather and analyse customer feedback, both direct (e.g., surveys) and indirect (e.g., chat ratings), to continuously inform content updates and improve overall chat performance.

Skills & Expertise:

• Experience: 2-4 years in content creation, customer support, or content strategy, preferably in telecommunications or a similar technology-driven environment.

• Strong Writing Skills: Exceptional written communication skills, with an ability to craft clear, concise, and engaging content for diverse audiences.

• Data Analysis Proficiency: Experience analysing performance data, customer feedback, and engagement metrics to make data-driven decisions that improve chat success rates.

• Technical Understanding: Familiarity with telecom services (e.g., mobile plans, internet services, billing) and how these are typically supported through digital communication channels.

• Experience with AI & Chatbots: Hands-on experience with conversational AI platforms or chat systems

• Analytical Mindset: Ability to analyse key performance indicators (KPIs) such as response accuracy, customer satisfaction, and resolution rates to drive continuous improvement.

• Problem-Solving Skills: Ability to identify content-related issues from data analysis and implement effective changes to enhance chat performance and success.

• Collaboration & Communication: Excellent interpersonal skills and the ability to collaborate with cross-functional teams including customer support, product, and engineering.

• Education: Bachelor's degree in Communications, English, or a related field.

• First class problem solving skills who gets to the heart of the matter.

• The ability to communicate effectively and efficiently with the business while ascertaining the key impact/detail behind the issue/request.

• A team player who can lead by example and inspire others on a daily basis.

• Ability to work in a fast paced environment and embrace change.

• A methodical approach to both daily tasks and project work.

• Explores opportunities by being resourceful and self-motivating.